Maintenance Manual

Glossary
Desktop Configuration Administration
174
• Configuring the recording server
• Managing the users, teams, and groups
• Configuring the quality management workflows and the archive workflows for
recordings
Quality Management Administrator
A Quality Management client application used to assign user roles, set up groups,
create and manage evaluation forms, set up workflows for recording customer
contacts, set up recording archiving, and maintain the system.
Quality Management user
A non-agent user set up in Quality Management.
raw
An audio file format.
role
A collection of privileges. A user can have one or many roles. Users have the
collective privileges across all roles assigned to them. When the user logs into
Workforce Optimization, the user can access all roles and privileges assigned to
that user. For example, if a user is assigned to both the evaluator and manager
roles, the user has access to all privileges assigned to the evaluator and manager
roles.
same day trade
The trade is for the same date. Both agents must be scheduled to work for that day.
scheduled day
A day when an agent has been scheduled to start a work shift. The scheduled day
might end the next day if the it crosses midnight.
scope
A set of boundaries in which privileges apply.
Screen Recording DB Service
This Quality Management service is the single point of connection between users
and the Quality Management database.
service release (SR)
Contains all patches for all bugs found and fixed since the base release of the
product. An SR is cumulative. So, if two SRs are issued against a base release, the
second SR contains all the fixes provided in the first SR.
An SR contains fixes for the Quality Management server and/or client. Always
install the SR on the Quality Management server. The Quality Management server
uses the Automated Update feature, when you enable this feature, to update the
clients when you install an SR on the Quality Management server. If the SR
contains no fixes for the client side, the Automated Update feature does not update
the clients.